6Configuring Siebel Chat Auto Answer

Configuring Siebel Chat Auto Answer

This chapter describes how to configure Siebel Chat auto answer in Siebel Call Center. It contains the following topics:

• Roadmap for Configuring Siebel Chat Auto Answer for Agents

• Process of Configuring Communications for Siebel Chat Auto Answer

Note: The functionality described in this chapter applies only if you are using the default workflow to handle incoming chat requests. For more information about the default workflow for Siebel Chat, see Chat Standard Accept Process Workflow.

Roadmap for Configuring Siebel Chat Auto Answer for Agents

This topic describes how to enable the automatic acceptance of chat (hereafter referred to as chat auto answer) in Siebel Call Center for agents. Administrators can either configure chat auto answer for agents, or agents can configure it.

When chat auto answer is enabled for agents, agents do not have to manually accept chats that are offered to them. Instead, the chat that is offered automatically becomes the active chat session for the agent by opening on the agent’s screen, provided that the agent has no other chat sessions assigned. The behavior is different if chat auto answer is enabled and the agent is busy handling one or more chat sessions. In these cases, the behavior is as follows:

• The chat that is offered does not automatically open on the agent’s screen.

• The chat tab flashes to indicate that a new chat has been automatically accepted and queued to the agent. Administrators can configure the color that is used when the chat tab flashes.

• When the agent clicks the flashing chat tab, the chat session opens, and the chat tab stops flashing.

• If the customer decides to disconnect from the chat before the agent can open the chat session, then the chat closes as normal.

To configure Siebel Chat auto answer for agents in Siebel Call Center, perform the following tasks and process:

• Configuring the Siebel Chat BlinkTab System Preference

• (Optional) Setting the Color for the Siebel Chat Blinking Tab

• Disabling the Service Integration Inbox Workflows

• Process of Configuring Communications for Siebel Chat Auto Answer

Configuring the Siebel Chat BlinkTab System Preference

The BlinkTab system preference must be set to On for chat auto answer so that the chat tab flashes. This tab indicates that a new chat has been automatically accepted and queued. Use the following procedure to configure the BlinkTab system preference for chat auto answer. This task is a step in Roadmap for Configuring Siebel Chat Auto Answer for Agents.

To configure the Siebel Chat BlinkTab system preference

1. Navigate to the Administration - Application screen, then the System Preferences view.

2. Query for *Chat* to get a list of all the chat-related system preferences you can set up.

3. Set the Chat: BlinkTab system preference to On.

   For information about other chat system preferences, see Setting Up System Preferences in Siebel Call Center for Siebel Chat.

Setting the Color for the Siebel Chat Blinking Tab

The color of the Siebel Chat blinking tab changes according to the status of incoming chat messages. By default, the color that the chat tab flashes is one of the following and these default colors apply to all Siebel Chat agents:

1. Green, which indicates a new automatically answered chat.

2. Yellow, which indicates that new chat messages are waiting.

3. Orange, which indicates that a new chat message is waiting for the new automatically answered chat.

To change the default colors that the chat tab flashes, complete the steps in the following procedure. This task is a step in Roadmap for Configuring Siebel Chat Auto Answer for Agents.

To set the color for the Siebel Chat blinking tab

1. Open the Siebel CRM cascading style sheet file.

2. Go to TabHoldNewColor parameter in .styleTitleTabBar.

3. Replace the color in the TabHoldNewcolor parameter with the new color that you want.

   To help you select the color that you want, go to http://www.colorpicker.com for color examples.

4. Clear your browser’s cache, for example, as follows:

   1. Open Microsoft Internet Explorer.

   2. Click Tools, Internet Options, and then click Delete within Browsing History.

   3. Click Delete All on the Delete Browsing History dialog box and when prompted for confirmation, do the following:

      • Select the following check box: Also delete files and settings stored by add-on.

      • Click Yes.

Disabling the Service Integration Inbox Workflows

Use the following procedure to disable the service integration inbox workflows. This task is a step in Roadmap for Configuring Siebel Chat Auto Answer for Agents.

To disable inbox workflows

1. Navigate to the Administration - Business Process screen, then the Workflow Deployment view, and select the Active workflow process tab.

2. Query for and select the Inbox - Service Integration workflow.

3. Click Menu, then select Deactivate to deactivate the workflow.

4. Query for and select the Inbox - Service Main Integration workflow.

5. Click Menu, then select Deactivate to deactivate the workflow.

Process of Configuring Communications for Siebel Chat Auto Answer

To configure communications for Siebel Chat auto answer in Siebel Call Center, complete the following tasks:

• Configuring the AutoAnswer System Parameter

• Configuring the Enable AutoAnswer User Preference at the Agent Level

• Configuring the ServiceParam.Work ID Event Log Parameter

• Configuring the Accept Chat Command Data Parameters for AcceptChatGroup

• Configuring the OnChatArrived Event Response

• Configuring the ChatArrived Event Handler

• Configuring the ChatTransferArrived Event Handler

This process is a step in Roadmap for Configuring Siebel Chat Auto Answer for Agents.

Configuring the AutoAnswer System Parameter

The following procedure shows how to configure the AutoAnswer system parameter, which can be set to TRUE, FALSE, or User Preference. The following are the settings:

• If AutoAnswer is set to User Preference, then it indicates to defer to the Enable AutoAnswer user preference setting to determine whether or not to enable chat auto answer. For more information, see Configuring the Enable AutoAnswer User Preference at the Agent Level.

• If AutoAnswer is set to TRUE, then chat auto answer is enabled irrespective of whether or not the Enable AutoAnswer user preference is selected at the agent-level configuration.

• If AutoAnswer is set to FALSE, then chat auto answer is disabled irrespective of whether or not the Enable AutoAnswer user preference is selected at the agent-level configuration.

This task is a step in Process of Configuring Communications for Siebel Chat Auto Answer.

To configure the AutoAnswer system parameter

1. Navigate to the Administration - Communications screen, then the All Configurations view.

2. Select your communications configuration record from the Configurations list, then click the Parameters tab.

3. Set the value for the AutoAnswer parameter as shown in the following table.

   Parameter	Value	Active
   AutoAnswer	User Preference	Selected

Configuring the Enable AutoAnswer User Preference at the Agent Level

Use the following procedure to configure the Enable AutoAnswer user preference at the agent level in Siebel Call Center. The Enable AutoAnswer user preference setting determines whether to enable or disable chat auto answer when the AutoAnswer system parameter is set to User Preference. This task is a step in Process of Configuring Communications for Siebel Chat Auto Answer.

To configure the Enable Auto Answer user preference at the agent level

1. Select Tools, User Preferences, and then the Communications option.

2. Do one of the following:

   • Select the Enable AutoAnswer checkbox to enable chat auto answer at the agent level.

   • Deselect the Enable AutoAnswer checkbox to disable chat auto answer at the agent level.

     The Enable AutoAnswer user preference setting is relevant only if the AutoAnswer system parameter is set to User Preference. If AutoAnswer is not set to User Preference, then Enable AutoAnswer is ignored.

3. Click Save.

Configuring the ServiceParam.Work ID Event Log Parameter

The ServiceParam.WorkID event log parameter must be configured for ChatAcceptedLog and ChatTransferAcceptedLog.

To configure the ServiceParam.WorkID event log parameter

1. Navigate to the Administration - Communications screen, then the All Event Logs view.

2. In the Event Logs list, configure ChatAcceptedLog with the value shown in the following table.

   Name	Configuration
   ChatAcceptedLog	Select your communications configuration record.

3. Click the Event Log Parameters tab, and add a new record for ChatAcceptedLog with the values shown in the following table.

   Name	Value
   ServiceParam.WorkID	{SiebelWorkItemID}

4. Go back to the Event Logs list, and configure ChatTransferAcceptedLog with the value shown in the following table.

   Name	Configuration
   ChatTransferredAcceptedLog	Select your communications configuration record.

5. Click the Event Log Parameters tab, and add a new record for ChatTransferAcceptedLog with the values shown in the following table.

   Name	Value
   ServiceParam.WorkID	{SiebelWorkItemID}

Configuring the Accept Chat Command Data Parameters for AcceptChatGroup

The following procedure shows how to configure the accept chat command data parameters (AcceptChatCmdData) for AcceptChatGroup commands.

To configure the accept chat command data parameters for AcceptChatGroup

1. Navigate to the Administration - Communications screen, then the All Command Data view.

2. In the Command Data list, configure AcceptChatCmdData with the values shown in the following table.

   Name	Configuration	Comment
   AcceptChatCmdData	Select your communications configuration record.	Enter a comment, for example: Add for chat auto answer.

3. Click the Command Data Parameters tab, and configure the following records for AcceptChatCmdData with the values shown in the following table.

   Name	Value
   Param.AutoHold	FALSE
   Param.TrackingID	{InteractionId}

4. Navigate to the Administration - Communications screen, then the All Configurations view, select your communications configuration record from the Configurations list, and then do the following:

   1. Click the Commands tab, and configure the AcceptChatGroup command with the value shown in the following table.

      Name	Command Data Name
      AcceptChatGroup	AcceptChatCmdData

   2. Click the Parameters tab, and verify that the command data parameters have the Param.TrackingID that you configured earlier in this procedure.

Configuring the OnChatArrived Event Response

Use the following procedure to configure the OnChatArrived event response.

To configure the OnChatArrived event response

1. Navigate to the Administration - Communications screen, then the All Event Responses view.

2. In the Event Responses list, configure OnChatArrived with the values shown in the following table.

   Name	Configuration	Comment
   OnChatArrived	Select your communications configuration record.	Enter a comment, for example: Add for chat auto answer.

3. Click the Event Response Parameters tab, and configure the following records for OnChatArrived with the values shown in the following table.

   Name	Value
   ServiceMethod	Communications Client.TryAutoAnswer
   ServiceParam.Command	AcceptChatGroup
   ServiceParam.InteractioId	{InteractionId}

Configuring the ChatArrived Event Handler

Use the following procedure to configure the ChatArrived event handler.

To configure the ChatArrived event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.

2. In the Event Handlers list, configure ChatArrived with the values shown in the following table.

   Name	Configuration	Event Response	Device Event	Order
   ChatArrived	Select your communications configuration record.	OnChatArrived	InteractionMessage	0

3. Click the Event Handlers Parameters tab, and configure the following records for ChatArrived with the values shown in the following table.

   Name	Value
   Filter.Channel	Chat
   Filter.MsgType	TYPE_NEW
   Filter.systemTransfer	0

4. Navigate to Administration - Communications screen, Configurations view, and then click the Event Handlers tab.

5. Select the ChatArrived record, and configure it as follows:

   1. In the Comments field, modify or enter a comment, for example, as follows:

      Comments: Chat

   2. In the Event Response field, click the Look Up icon, and associate the OnChatArrived event response with the ChatArrived event handler.

Configuring the ChatTransferArrived Event Handler

Use the following procedure to configure the ChatTransferArrived event handler.

To configure the ChatTransferArrived event handler

1. Navigate to the Administration - Communications screen, then the All Event Handlers view.

2. In the Event Handlers list, configure ChatTransferArrived with the values shown in the following table.

   Name	Configuration	Event Response	Device Event	Order
   ChatTransferArrived	Select your communications configuration record.	OnChatArrived	InteractionMessage	1

3. Click the Event Handlers Parameters tab, and configure the following records for ChatTransferArrived with the values shown in the following table.

   Name	Value
   Filter.Channel	Chat
   Filter.MsgType	TYPE_NEW
   FilterSpec	[systemTransfer]>0

4. Navigate to the Administration - Communications screen, Configurations view, and then click the Event Handlers tab.

5. Select the ChatTransferArrived record, and configure it as follows:

   1. In the Comments field, modify or add a comment, for example, as follows:

      Comments: Chat

   2. In the Event Response field, click the Look Up icon, and associate the OnChatArrived event response with the ChatTransferArrived event handler.